Thursday, February 18th, 2016 | 3 min read
I just got off a red-eye. There was a crying baby. The flight was bumpy. To top things off, the airline lost my luggage.
I took out my phone with frustration. I could have called the airport. I could have called the airline. I sent a Tweet instead. It only took 12 characters and just a few seconds to ask for help.
This is the beauty behind Twitter, and one of the largest opportunities for modern brands.[/fusion_text]
Twitter is unveiling two new features today to enhance customer service on the network: a simple way to transition from a public Tweet to a private Direct Message and Customer Feedback messaging.
These updates have been designed to make it much easier for brands to deliver personalized, measurable experiences to customers – all in real time.
For a customer, it means a quick and convenient way to get in touch with companies. You simply Tweet at the brand for help, and they take care of the rest. There’s no waiting on the phone, no going back and forth via email, no hassle.
For a brand, it means streamlining the entire customer service experience. Customer service agents can proactively seek customers in need, provide personalized interactions (based on contextual data), and measure the impact of their efforts.
Both brands and customers are increasingly turning to Twitter for customer service. The social channel has been building out its platform to meet this growing demand. The simple transition from public to private conversations marks a step in the evolution of Twitter’s customer service capabilities – allowing brands to easily resolve customers’ issues end-to-end on Twitter.
[How to transition from a public Tweet to a private Direct Message]
Twitter’s second customer service feature helps brands complete the customer service journey by integrating feedback. With Customer Feedback, brands are able to solicit feedback in the same environment as the initial interaction – no need to send the customer to a different website or ask them to call a 1-800 number.
[How Twitter’s Customer Feedback messaging works]
Twitter is transforming the way brands talk to and ultimately build relationships with their customers. Brands that take advantage of the platform’s emerging capabilities will be miles ahead of the competition in delivering great customer experiences.
As one of Twitter’s Official Partners, Sprinklr is dedicated to bringing these critical capabilities to improve customer service for the world’s leading brands.
About the author: Rahul Sachdev is Vice President, Customer Care & Community, at Sprinklr.